Senior Retention Executive

We’re looking for a growth marketeer who we’ll back to own and grow one of the biggest growth levers at Mous: retention and CRM. It’s a big opportunity that’s currently under-exploited in our large, loyal customer base, and we’re looking for someone who wants to become the retention expert in the business.

You’ll be joining an established, fast-growing DTC brand with a genuinely engaged global community and a strong creative identity. We have a lot of customers who’ve bought from us once, and a real opportunity to get more of them buying again, staying loyal, and becoming higher-value over time. That means owning our CRM and lifecycle programme, thinking about loyalty and the full post-purchase journey, and finding the initiatives that turn a one-time buyer into a repeat customer.

You’ll get real ownership fast: shaping the strategy, building the roadmap, and running the test-and-learn loop that turns your thinking into measurable commercial impact, with the autonomy and support to build a best-in-class approach from the ground up.

• Own and optimise the email & SMS programme in Klaviyo - building and reporting on lifecycle flows (welcome, post-purchase, abandonment, win-back) and the weekly campaign calendar.
• Develop the CRM/retention roadmap and customer segmentation across the full post-purchase journey.
• Plan and run A/B tests on creative, offers, subject lines and send times, and report against retention KPIs.
• Own retention reporting - repeat purchase rate, customer LTV, churn and email/SMS revenue - and surface insights to the wider Ecommerce team.

How will success be measured?

• Retention established as a fully owned function, with a clear CRM strategy, lifecycle framework, and reporting in place.
• Growth in repeat purchase rate and CRM-attributed revenue against agreed targets.
• Strong segmentation and testing framework driving continuous, measurable improvements in customer performance.
• Reduced churn and increased reactivation of lapsed customers through effective win-back and lifecycle programmes.
• Clear, consistent visibility of performance through robust retention reporting and defined success metrics.

Benefits:

• Flexible hybrid working.
• Regular team and business socials.
• Charlie HR perks package including discounts on hundreds of high street brands and services.
• Cycle to Work Scheme.
• Employee Pension Scheme.
• Employee Assistance Programme.
• 30% discount for F&F on all Mous products.
• 1-month paid leave after 5-years of service.
• Opportunity to radically grow and develop through new experiences.
• 25 days holiday, plus bank holidays.

You’ll bring a structured, hypothesis-led approach to problems: you form a view, test it, read the data honestly, and iterate. You’re a self-starter who wants ownership of a channel in a fast-paced team, and you’re excited by the idea of learning something end-to-end rather than being handed a fully-built playbook. You’ve got a natural blend of analytical expertise and creative instinct and you would be equally comfortable digging into the numbers behind a campaign and writing the copy that tests what they found.

You don’t need prior retention or CRM experience, we care far more about evidence of sharp thinking, intellectual curiosity, and a bias to action. You’re smart, commercial, and genuinely energised by turning data into decisions and decisions into creative that moves the needle. This is a role for someone who wants to learn a growth channel properly and use that as a launchpad into broader marketing leadership.

Confident with retention metrics - LTV, repeat purchase rate, churn, cohort analysis. Demonstrable record of growing repeat purchase rate and CRM-driven revenue. Self-starter able to own a channel end-to-end in a fast-paced, lean team. 2-4 years in CRM / retention / lifecycle marketing, ideally at a DTC ecommerce or consumer brand. Hands-on Klaviyo expertise (or comparable ESP) - building flows, segments and campaigns independently. Commercial and analytical mindset. Strong copy and creative judgement; able to take ideas from concept to live test independently across email and SMS. Clear test-and-learn examples with evidence of the uplift achieved. Loyalty or subscription experience.